Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DO NOT USE THIS COMPANY FOR ANYTHING!I *****ED A BATHTUB FROM THEM IN OCTOBER,RECIEVED A CONFIRMATION EMAIL/***** # ****** WHICH STATES 2-7 WEEKS TO GET *****S SHIPPED.I SENT SEVERAL FALLOW UP EMAILS,FIRST RESPONSE NOV. 11 STATING THEY WOULD RESPOND 3-5 BUSINESS DAYS,I RESPONDED REQUESTING A FULL REFUND.NO RESPONSE I EMAILED NOV.26 YOU GUYS ARE CRAP!!!!!.NEXT RESPONSE FROM THEM WAS DEC. 1ST STATING THEY NEED 10 DAYS TO REVIEW THE REQUEST,I RESPONDED BACK DEMANDING A FULL REFUND.DEC 7TH RESPONSE FROM THEM :THANK YOU FOR YOUR PATENCE I HAVE FALLOWED UP YOUR REFUNDTO OUR TEAM WE WILL SEND YOU AN EAMAIL CONFIRMATION.THERE HAS BEEN NO RESPONSE.i EMAILED *** 2ND 2023 DEMANDING A FULL REFUND.THEIR RESPONSE:AFTER REVIEWING YOUR REQUEST,OUR TEAM ADVISED US THAT THIE ***** IS A CONFIRMED DICONTINUED ITEM COSIDERED AS FINAL SALESTHEREFORE WECAN'T CANCEL THE ***** PER THEIR POLICY.SO THEY DRAGGED OUT THIER RESPONSE TIMES WITH ME.THEY TOLD ME THAT I NEED TO MAKE SURE THAT THEE ITEM IS NOT DICONTINUES BEFORE I *****(REALLY)SINCE I DID NOT DO THAT THEY WILL NOT ISSUE ME A REFUND IN THE AMOUNT OF $2338.99.SO THIS COMPANY IS TAKING *****S THAT I'M SURE THEY CANNOT FULLFILL AND SCAMMING CUSTOMERS WITH SUPER SHADY POLICIES.I WILL BE SUEING THIS COMPANY.( DO NOT USE THIS COMPANY UNLESS YOU WANT TO GETT SCAMMED!!!!!!!! YTHIS COMPANY SHOULD BE CALLED SUPER SHADY NOT SUPER ARBOR

  Business Response

  Date: 01/29/2023

  We believe the cardholder's chargeback is NOT valid at this time as the customer's order has been canceled and refund issued on 1/3/23. We would like to ask for your consideration to reverse the dispute in our favor and allow us to resolve the issue directly with the customer first, as the customer's immediate concern has already been addressed and catered to, and is not due any more refund.
  
  See Attachment/File: **************************pdf

  Customer Answer

  Date: 01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  there has been no refund from super arbor in the anount of $2338.00 to my card ending in 0550,so complaint will continue to stand!!!

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered flooring from Super Arbor and paid $2,819.17 via a credit card. My order number is #*****. The payment was made on 6/16/2022. To date no flooring has been shipped to me and the request for a refund has not been fulfilled. I have found these folks to be deceptive and fraudulent in all of the dealing I have had with them. My research reveals that this pattern of business is common for Super Arbor. They need to be closed and prosecuted for the manner in which they cheat customers on a regular and sustained manner.

  Business Response

  Date: 01/24/2023

  We believe the cardholder's chargeback is NOT valid at this time as the customer's order has been canceled and refund issued on 11/28/22 but due to an error with the payment processor, the refund didn't go through. We would like to ask for your consideration to reverse the dispute in our favor and allow us to resolve the issue directly with the customer first, as the customer's immediate concern has already been addressed and catered to, and is not due any more refund.
  

  Customer Answer

  Date: 01/30/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We do not accept this response. Super Arbor has been asked to issue the refund to a new card which replaced the old card due to theft. To date, they have not cooperated with our request and not credit has been processed. The lack of consideration to me, the customer is unacceptable. This company should have the business license revoked and forbidden to conduct any form of commerce.

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for tile on September 6th with a 4-6 week ***. I reached out in early October and was told the tile was on schedule for end of October. Mid October I asked for a tracking number and they informed me that it would be delivered on the 1st or 2nd week in December. I understand that things happen and at this point i wasnt too upset. They reached out in late November to ask me for an additional $200 which i paid in good faith to get my order moving. I reached out several times in early December, by email and phone with no response at all. I believe i called the ************** 3 times and left a voicemail once. I also email them at the previous contact email 6 times in the month of December. I started a chat on the website to see if that form of communication was better and someone responded, letting me know that the *** on the order was now mid February. I told them that i wanted the tile by end of January or a full refund and they informed me that they dont refund special orders. Now i am sitting here waiting for this company to deliver tile that was supposed to arrive in October and i cant even get my money back..... I feel like they sold me something that they cant get and stole my money! Why dont they always sell something that they cant get so that they can keep peoples money?! Its crazy! I dont mean to be dramatic but this is crazy and im very frustrated at this point. I have no faith that the tile will be delivered in mid February as they have informed me.

  Business Response

  Date: 01/29/2023

  We believe the cardholder's chargeback is NOT valid at this time and we are doing the best from our end to cater to the customer's ********************** concerns despite the supply gap and fulfillment from the manufacturer/vendor. We would like to ask for your consideration to reverse the dispute in our favor and allow us to resolve the issue directly with the customer first, and issue any refund due (if eligible, with other charges applicable) back to the customer's original payment method.

  Customer Answer

  Date: 01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I still do not have a date for this order. Seems extremely sketchy and unprofessional to ask me for additional compensation for freight on a product you haven't located. I would like to be informed of a hard delivery date by end of week and I expect that delivery date to be before the end of February or a full refund. I don't believe this to be an unfair request. I won't hold my breath considering it took a month to respond to this complaint.

• Initial Complaint

  Date:01/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I write to initiate a claim against Super Arbor, doing business online as superarbor.io. I am owed $145.15 for two items that I purchased on May 3, 2022 but never received. I have been writing to their customer service for 7 months and have been promised multiple times that they are working on my refund. I have yet to be issued the goods I purchased or my promised refund, and they have now stopped responding to my e-mails. The details surrounding this order can be found below. I would sincerely appreciate your help in resolving this issue promptly. This company appears to repeatedly be committing business fraud. Thank you for your attention to this matter.The details: I ordered three items (two boxes of tiles, an impact driver, and a set of tools) on May 3, 2022 for a total of $262.12, incl. shipping and tax. Shortly after the order, I received a message stating that I owed an additional $53 for the impact driver, as the price for the driver had gone up. I asked them to honor the original price for the driver, as the price had gone up after I completed the transaction, and when they stated they couldn't do that, I asked them to cancel the entire order. They responded stating that they could not cancel the order, as the tiles had already shipped. I asked them to cancel the remaining order (for the impact driver and tools), which I never received. They said they would issue me a refund, but it has never come. I have followed up repeatedly to no resolution. It has now been 7 months since my original cancellation request, and I have received neither the original items I had purchased or my refund for those two items.Attached please find the original purchase confirmation from SuperArbor, the invoice I received from them after the purchase that asked me to cover their price increase, and my exchanges with their online customer service department regarding the cancelation and refund requests.

  Business Response

  Date: 01/24/2023

  We understand the customer's frustrations and we have already escalated this concern to look into the customers refund request and come to a resolution. We are doing the best from our end to cater to the customer's ********************** concerns despite the supply gap and fulfillment from the manufacturer/vendor. We would like to ask for your consideration to reverse the dispute in our favor and allow us to resolve the issue directly with the customer first, and issue any refund due (if eligible, with other charges applicable) back to the customer's original payment method.

  Customer Answer

  Date: 02/18/2023

  Dear BBB, I apologize for the delayed response. I note Super Arbor's response, but unfortunately, they have not contacted me or issued a refund to me. They have been saying they escalated the issue since late May 2022, when I first asked for my refund for the items that were never issued to me. This issue is not resolved. In fact, they continue to defraud me, holding my money, and use delay tactics. Can you please re-open this issue?
  

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made the order nov 1st with two week shipping . I get the runaround with the emails . Nobody picks up the phone when called . Looks like they can't fill the request I would like my ful amount refund asap
  
  Thanks ****
  

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 14, 2023/01/24) */
  ***Document Attached***
  We believe the cardholder's complaint is NOT valid at this time as the customer opened a dispute with their card provider even though we were actively coordinating the return and we are doing the best from our end to cater to the customer's delivery concerns despite the supply gap and fulfillment from the manufacturer/vendor. We would like to ask for your consideration to reverse the dispute in our favor and allow us to resolve the issue directly with the customer first, and issue any refund due (if eligible, with other charges applicable) back to the customer's original payment method.
  
  
  Consumer Response /* (2000, 16, 2023/01/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am ok with dropping this, pending full refund to my account no later than 2/1/2023.

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good afternoon-
  I have tried on multiple occasions to contact Super Arbor for a refund as this order was placed and paid for on 2/8/22. Below are the items ordered, paid for and never received.
  CRAFTSMAN 3-Pack Multiple Materials Oscillating Tool Blade × 1
  $26.98
  Jacuzzi Primo White WaterSense Dual Flush Elongated Chair Height Toilet 12-in Rough-In Size × 1
  $189.00
  Subtotal $215.98
  Shipping$39.99
  Taxes$21.12
  Total$277.09 USD
  

  Business Response

  Date: 01/24/2023

  We believe the customer's complaint is valid and we have already escalated this concern to look into the customers refund request and come to a resolution. However, it must be noted that all discontinued and discounted item sales are final and cannot be canceled, returned, exchanged, or refunded after the order confirmation email notification is sent. All canceled orders will have a 20% cancellation fee, with no exceptions. The customer was aware and agreed as part of the ****************** upon checkout when he/she purchased the items. We would like to ask for your consideration to let us resolve this complaint in our favor and allow us to resolve any other issue(s) the customer may have directly with them.

  Customer Answer

  Date: 02/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The business stated they will look into it,so if they follow through then I will update to close issue.Please review attachment 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/26/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I completed a transaction with this company September 11,2022. I reached out in October I was told a 3-5 week time-line for shipping, I immediately requested a refund since then I've been told the same thing that their team is processing my refund and I should receive it in 3-5 business days ots now December I reached out on the 23rd as well as today and was told the exact same thing. This company is stealing money from innocent consumers.

  Business Response

  Date: 01/24/2023

  We believe the customer's complaint is valid and we have already escalated this concern to look into the customers refund request and come to a resolution. However, it must be noted that all discontinued and discounted item sales are final and cannot be canceled, returned, exchanged, or refunded after the order confirmation email notification is sent. All canceled orders will have a 20% cancellation fee, with no exceptions. The customer was aware and agreed as part of the ****************** upon checkout when he/she purchased the items. We would like to ask for your consideration to let us resolve this complaint in our favor and allow us to resolve any other issue(s) the customer may have directly with them.

  Customer Answer

  Date: 01/30/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  this company is a scam. its been months i have not received product or a full refund after being told i would get a refund since October of 2022.it is now the end of January 2023. i want a full refund as products were not shipped as promise nor was my refund processed as promised, Now they pop up with this bogus 20% charge. I want all monies returned to me that was stolen because that's what this was theft. never intended to send out any product.Never intended to return my money.

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 2 cabinets using my charge card on 9-27-2022 Order # ****** on 9-27-22 got a email saying the cabinets would be delivered in 2-4 weeks. on 10-29-22 we e-mailed to ask for a update and was then told delivery would be 3 or 4th week of November. Called them around 11-27-22 and was told it would be another 3-4
  weeks and so I told them just cancel and refund my money. Got a email on 11-29-22 asking to reply a confirmation we wanted to cancel and get a refund. My return email confirming was read on 12-1-22 and got a email back saying our refund would be done in 3-5 business days. On 12-8-22 we called and was told i would be 3 business days .Got back from vacation with no refund so called on 12-19-22 and was given a run around and was told we would get a email about the refund but it never came.
  

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 14, 2023/01/24) */
  ***Document Attached***
  
  We believe the customer's complaint is NOT valid at this time as the customer recently opened a dispute via their card provider on 1/1/2023. A formal response has already been submitted to the customer's card provider and until we receive a resolution, we ask for your consideration to close this complaint as the customer's concern is already being addressed directly with the customer's bank. Typically, any refund is put on hold when a dispute is opened and until a resolution is reached.
  
  
  Consumer Response /* (2000, 16, 2023/01/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 3 cases of Trafficmaster Black Marble 12 in. x 12 in. Peel and Stick Vinyl Tile (30 sq. ft. / case)Total $208.29 (which includes shipping charge of $39.99 on 11-16-22. On 11-17-22 I purchased these tiles at the local home building supply store. I emailed company the same day and asked that my order be cancelled. I received the following response - "Unfortunately, it looks like your order has already been processed or shipped from our warehouse. Therefore, I am unable to make any changes to it at this time.The ETA for the order is between 11/28 to 12/5. Please let me know if you have any questions in the meantime.Thanks, Super Arbor Team"On Mon, Dec 19 2022, at 06:19 PM, ********************* <******************* I emailed the company the following:"Please immediately refund my money for order #****** which I cancelled on Nov. 17, 2022 @ 4:51 pm EST in the amount of $208.29. You charged my account the day after I cancelled the order on Nov. 18, 2022 and the transaction posted on Nov. 19, 2022. I believe you knew at the time you did not have the item in stock, and it was never shipped. If my money is not refunded by Wed. Dec. 21, I will report your company to the Better Business Bureau, open a dispute through **** of America and file a small claims lawsuit in *********************, Michigan. On Thu, Dec 22 2022, at 12:04 PM, ********************* <******************* I emailed the following:Just to keep you informed, I just filed a transaction dispute with **** of America. This afternoon I will be filing a complaint with the Better Business Bureau and the Federal Trade Commision. Reference Order # **** ($208.29).I received the following:Hi *****,This is an automated message to let you know that we've received your message. You will hear back from one of our customer agents in the next 3-5 Business days.Thank you for your patience!Super Arbor Team I'm tired of the constant runaround. Of course, I never received anything.

  Business Response

  Date: 01/24/2023

  ***Document Attached***
  We believe the cardholder's complaint is NOT valid at this time as the customer opened a dispute with their card provider even though we were actively coordinating the return and we are doing the best from our end to cater to the customer's ********************** concerns despite the supply gap and fulfillment from the manufacturer/vendor. We would like to ask for your consideration to reverse the dispute in our favor and allow us to resolve the issue directly with the customer first, and issue any refund due (if eligible, with other charges applicable) back to the customer's original payment method.
  See Attachment/File: ************ Ecker_1128896_124909.pdf

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On about Nov 8 2022 I ordered some flooring from Super Arbor. The confined my order and showed a shipping cost of $39.99. On Nov 17 they sent me an email requesting that I authorize $499.99 shipping. On Nov 21 I called them and requested that my purchase be cancelled. I also sent an email requesting such. Since then it has been an endless battle for me to get my money back for an order they never shipped. They are wanting a "restocking" fee for product that never left their warehouse. I feel this is an unethical and dirty business practice. I request your assistance in getting my credit card refunded.
  Thank you.
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/26) */
  We believe the customer's complaint is not valid at this time, as we have already done the best from our end to cater to the customer's delivery concerns despite the supply gap and fulfillment from the manufacturer/vendor. The customer's order was shipped out on 12/19/2022, the same day the BBB complaint was filed. The order is expected to arrive on 12/28/2022. The customer was also informed via email on the tracking number and expected delivery date. We would like to ask for your consideration to close the complaint as the customer's desired resolution has already been addressed and catered to.